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first direct is named as the most trusted current account provider by This is Money

09 Mar 2010

- 94% of first direct 's customers rate the customer service they receive on their current account as good or very good - the highest positive response for any institution in any category of the This is Money awards - 

first direct has been rewarded for its customer service and trustworthy attitude with a coveted seal of approval in the first This is Money awards. 

The direct bank came top in several categories including Most Trusted Current Account Provider and Most Trusted Savings Account Provider which lead to the brand being named Best Overall in both product categories. 

This is Money's comprehensive independent survey asked 5,000 of its readers how they would rate the customer service they have received and whether they would recommend the product to a friend. 

Natalie Cowen, Head of Brand at first direct commented: 

"At first direct we pride ourselves on delivering excellent customer service and being a trusted brand in an industry which has suffered a few knocks over the past 18 months. 

"It's great to be recognised by the This is Money awards especially as they were voted for by our customers." 

Goodwill shown by customers to the winning financial providers is a substantial reward at a time when competing on price is increasingly difficult.  The awards give This is Money's readers a chance to reward the good experiences they have had with financial providers in a world that has been dominated by doom and gloom. 

The idea behind the awards was to help customers choose between companies on more than price alone.  A This is Money reader award means that customers, the people who count the most, are happy and feel they are trustworthy and have good customer service. 

>ends< 

Notes for editors: 

For further information on this press release please contact Amanda Brown on 01132 766700 or Amanda.brown@firstdirect.com or Rebecca.hirst@firstdirect.com or Rebecca Hirst on 01132 766899. 

For other first direct related stories please visit our Newsroom

This is Money award podium finishes 

Below is the list of winning financial providers and runners up from each category, with a snapshot of some of their customers' views on them 

Best Mortgage Provider 

Most Trusted

1) Nationwide: 66% of 341 customers said they were likely/very likely to stay with a Nationwide Mortgage. 70% said they would recommend to a friend.

2) Barclays: 45% of 133 customers likely to stay. 45% recommend.

3) C &G: 37% of 113 likely to stay. 40% recommend. 

Best Customer Service

1) Nationwide: 51% said their queries were resolved quickly/very quickly. 78% ranked the customer service they received as good or very good.

2) C&G: 45% and 63%

3) Abbey: 48% of 180 users and 53 % 

Best Current Account Provider 

Most Trusted

1) first direct : 87% of customers said they were likely/very likely to stay with their FD current account. 88% said they would recommend.

2) Co-op: 82% of customers likely to stay, 85% recommend

3) Nationwide: 72% of customers stay, 74% recommend 

Best Customer Service

1) first direct : 94% rated the customer service they receive as very good or good, 83% said queries resolved quickly/very quickly

2) Co-op: 89% and 80%

3) Nationwide: 74% and 55% 

Best Cash ISA Provider 

Best Customer Service

1) A&L: 44% problems resolved quickly/very quickly, 70% customer service good/very good

2) Lloyds TSB: 42% and 67%

3) HSBC: 43% and 62% 

Most Trusted

1) A&L: 66% recommend to a friend, 62% continue with their account

2) Lloyds 60% and 58%

3) Nat West: 58% and 57% 

Best Savings Account Provider 

Most Trusted

1) first direct : 83% would recommend and 80% would continue

2) ING: 74% and 72%

3) A&L: 53% and 62% 

Best Customer Service

1) first direct : 92% rated customer service as good/very good, 81% had their queries dealt with quickly/very quickly

Joint second) Barclays and ING, both had identical results of 72% and 53% 

Best Car Insurance Provider 

Most Trusted

1) Tesco: 68 % would recommend, 67% continue

Joint Second) Swift cover and Admiral: 67% recommend and 64% continue

Best Customer Service

1) Saga: 77% rated the customer service as very good/good, 56% said queries resolved quickly

2) Direct Line: 75% and 55%

3) Zurich: 69% and 55% 

Best Home Insurance Provider 

Most Trusted

1) RIAS: 66% recommend, 64% continue

2) Saga: 63% and 59% continue

3) Direct Line: 62% and 58% 

Best Customer Service

1) RIAS: 81% rated customer service as good/very good, 62% said queries dealt with quickly

2) Saga: 75% and 50%

3) Tesco: 75% and 49% 

This is Money surveyed 5,000 readers in November and December 2009 on their financial providers across the six products mentioned. 

Readers were asked a number of questions including how they would rate the customer service they received and if they would recommend the product to a friend. 

Questions were split in to two main categories, Trust and Customer Service; therefore each award was split in two: One award for Customer Service and one for Trust. 

By using a percentage calculation smaller providers were not at a disadvantage.

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